As a reminder, it never costs you to offer Route Shipping Protection on your online store. 

The billing invoices you receive from Route are simply the method by which we collect our fees for the Shipping Protection your customers add to their orders. These weekly transactions are not so much “payments” to Route to use our service, but rather a transfer of the premiums you collect on our behalf temporarily. This process allows us to provide your customers with a single transaction at checkout, and a streamlined purchasing and issue resolution experience.  

If you received an email from Route about an outstanding balance, a missing payment method, or a declined charge, it likely means that you haven’t set up your Payment Account in the Merchant Portal, or that the information is outdated and we were unable to process a payment. 

Please use these instructions to add or adjust your payment account information.

To review these weekly transactions, please visit the Payment page in the Finance tab of your Merchant Portal. You can also download invoices or more detailed CSV files with order-by-order information from this page. Learn more about the features of the payments page here.

For more information on these processes, please check out these articles on why Route needs your banking information, and the billing and reimbursement cycles. 

For any additional questions, please reach out using the blue Support Chat button in the Help Center or Merchant Portal. 

Note: Merchants on a full coverage or hybrid pricing model are responsible for shipping protection premiums.